Mobile World Congress - Featured Article

Convergys CRM 2.0 Offers Enhanced Customer Service

The Convergys (News - Alert) Corporation has unveiled the latest version of Convergys CRM at the Mobile World Congress 2012. Communication and utilities providers can develop their business with an inclusive business support system offered by Microsoft (News - Alert) Dynamics CRM 2011-powered Convergys CRM 2.0. Providers will also be able to enhance the billing processes, customer service, and time-to-market for their latest profit-making services using Convergys CRM 2.0.

In a release, Bob Lento, President for Convergys Smart Revenue Solutions, said, “As services converge and churn causes revenues to erode, providers must transform their operations and business models. Standing out from the crowd boils down to an imperative described in a single word: service. With this latest release of Convergys CRM, providers can address the immediate nature of new services and products, while proactively and seamlessly serving customers at every touch point.”

In February 2010, Convergys collaborated with Microsoft to address the business challenges of providers. As part of this strategic partnership, Convergys will offer an all-inclusive, pre-integrated product to communications and utilities providers, thereby enhancing billing processes, customer service, and time-to-market for the newly introduced profitable services.

Dennis Michalis, General Manager for Microsoft Dynamics CRM, said, “As telcos look to transform their business, innovations in billing and customer service can make all the difference. Microsoft Dynamics CRM 2011 delivers a powerful and flexible foundation for partners to build innovative CRM solutions. The new offering from Convergys is an example of a solution that takes advantage of the familiar, intelligent, and connected experiences that Microsoft Dynamics CRM provides to meet the critical business needs of communications and utilities customers.”

The first-rate shopping and ordering, customer management, and account management offerings from Convergys have been incorporated by Convergys CRM 2.0, thereby improving Microsoft’s reliable Dynamics CRM platform. Telecommunications, cable, broadband, satellite and utilities businesses will now be able to convert customer service into sales using Convergys CRM 2.0.